Steve Carson Email & Phone Number

Reading, United Kingdom

Enable Field Engagement and Delivery (FED) Listening Services through design of best practice business processes; and design, build, landing and management of solutions using Power Apps and Power BI.Consolidate, analyse and prioritise listening and pain points across field Sales and Marketing, developing a Field Priority List, and mentor key topic owners in best practice to address issues and opportunities.Plan and land solutions, and change across FED, End-User Service Engineering (EUSE), Engineering Partners and the Business. This included the initial landing of Microsoft Sales Experience (MSX) Insights.Prepare insight and presentations to influence stakeholders and inform Leadership on field listening and business impact metrics, across, FED, EUSE, and Core Services Engineering and Operations (CSEO) organisation.

Reading, United Kingdom

Led Project Management Office for End-User Application & Data Services (EUADS), including prioritisation and management of the project portfolio and resource allocation, and drove execution excellence for project delivery.

Reading, England, United Kingdom

Drove operational excellence through a cross-team organisation by developing best practices and standards, supported by playbooks, metrics and people development.Advised Leadership team during a period of organisational transformation to a Service Delivery based model.Provided advisory services to enable the wider organisation to connect and utilise Field Business insight to influence global solution planning and design. Planned and executed landing of delivered solutions to the field.Managed stakeholders, landscaping and analysis of business opportunities and issues for multiple business areas and segments across UK subsidiary, and planning in partnership with Corporate solution delivery teams.Executed landing of corporate-developed solutions locally into the UK subsidiary, improving solution support quality, and drove local business process and tool simplification.

London, England, United Kingdom

Led process improvement projects across business units, utilising Six Sigma tools and methodologies, including DMAIC, DMADOV and Lean, and mentored Green Belts.Established cross-functional project office and drove usage of standardised methodologies.

London, England, United Kingdom

Developed metrics used within Global IT Architecture and other IT Business Groups to assess performance against global strategy, and drive achievement of target operational benefits and financial cost savings.

Wellington, Wellington Region, New Zealand

Led Six Sigma improvement team from multiple business areas using DMAIC methodology, to reduce customer complaints and costs for mail redirection service, preparing it for launch as a fully customer-paid service.

Wellington, Wellington Region, New Zealand

Partnered with third-party vendor to scope, design and develop next generation Electronic Point-of-Sale (EPOS) to support advanced postal-retailing functionality, including financial services.Developed user and technical documentation, including business system design, user manuals, training materials, and sales and marketing material.

Pretoria, Gauteng, South Africa

Analysed and designed system definitions for over 35 000 retail, postal, and financial services products in support of the Post Link Electronic Point-of-Sale system implementation in over 1000 Post Offices and 3500 counters.Provided consulting on retail, postal and financial services product development, business reengineering, EPOS configuration and management, and mentored local personnel in business systems analysis and redesign.

Wellington, Wellington Region, New Zealand

Provided consultation services on implementation of Post Link Electronic Point of Sale (EPOS) system in client postal administrations worldwide.Defined business and system requirements for third generation Post Link EPOS system.Developed specification, and tested integration of retail bookstore system functionality into Post Link, enabling implementation of enhanced system in support of a joint venture with a retail bookstore chain.Managed enterprise-level Corporate Product database serving Electronic Point of Sale (EPOS), Internet, customer management, and billing systems.

Wellington, Wellington Region, New Zealand

Promoted awareness of customer service issues, and adoption of improved facilities and best practices, to enable development of a customer-focussed organisational culture within the Court system nationwide.Managed National Quality Service programme, development of a Courts Charter, and projects relating to customer service improvement, including implementation of Court Services for Victims across 14 courts.

Christchurch, Canterbury, New Zealand

Managed in-bound demand based on flight passenger loadings, forecast required production volumes, perishable foodstuff inventory and ordering, and quality assurance within an industrial flight kitchen.

Master Of Commerce (1St Class Hons.), Business Administration

Bachelor Of Commerce, Economics, Marketing And Business Administration

Bachelor Of Laws, Company And Commercial Law